SupportBee is an easy-to-use ticketing system that helps companies manage high-touch client interactions efficiently. High-touch support involves one-to-one personal interaction at each level of customer service.
Typically when there are multiple clients/projects, each with its own set of high-touch interactions, it is easier to treat them as different units than as a single queue of requests.
With the default setting in SupportBee, when you set up an auto-forwarding from your support email address, all incoming tickets (emails) show up in the ‘Unassigned’ section under the ‘Unanswered’ listing. The ‘Unassigned’ listing acts as a shared inbox where every user in the system has access to the tickets and can reply to them or collaborate on them.
However, if you need a process where each of your projects or clients needs to be handled by a different set of people using separate queues, you can do that efficiently with the ‘Teams’ feature.
Here are the steps for it:
- Setting up auto-forwarding
- Setting up teams
- Adding users to teams
- Setting up filters
- Handling the ticket queues
- Restricting visibility of tickets
Setting up Auto-forwarding
This is the first step in your setup process. You can have your support emails automatically forwarded to SupportBee from your email client by going through this step. This will help you handle all your emails using the powerful features that SupportBee offers.
The instructions for setting up the forwarding will depend on your email client. Here are the instructions for how to set up automatic forwarding from Gmail and Outlook. If you use any other email client, you can get in touch with your service provider for instructions on forwarding.
Setting up teams
Let’s say you have 5 different projects/clients that you want to handle as separate queues, you need to set up 5 different teams each named by the client or project. For example, if you have five clients (Client1, Client2, Client3, Client4, and Client5), you can set up a team for each one of those.
You can add teams to SupportBee from Admin > Teams > +New Team
The next step is to add users (agents/admins) to teams who will be handling those particular projects or clients.
You can assign a user to different teams by visiting Admin > Users > Edit
If you have not already added these users to your SupportBee account, you can invite them by visiting Admin > Users > +New User.
Setting up filters
Setting up filters will help you automatically route your incoming tickets to appropriate teams. These tickets can be filtered based on various parameters. In our example, since we want to classify tickets based on who it is from, we can use the ‘From’ address field as the filter.
You can set up filters from Admin > Filters > New filter.
In the ‘from’ field, you can mention *@client1.com'. This will filter all tickets from the organization client1.com
Note: Substitute client1 with whatever is the domain name of your client’s email address.
If you have already enabled ticket forwarding and there are tickets in your SupportBee account, you can test if the filtering is done right using the ‘Preview Matches’ option below the Filter form.
After testing your filter, you can set up the action for it by clicking on the ‘Next’ button.
The action is an assignment to the appropriate team. In our case, it would be an assignment to the team named Client1.
You can repeat this step for each of your clients whose tickets need to be routed to appropriate teams.
Handling the ticket queues
When tickets arrive, they will be automatically routed to the appropriate client queue (team) because of the filters. Every member of the team will be notified about the ticket assignment through email.
The ‘My Teams’ ticket listing displays a queue of all tickets that are relevant to a particular agent. For example, if an agent is part of multiple teams, they can filter their tickets for a particular team and work from there.
Restricting visibility of tickets
Some companies prefer if agents handling tickets from one client do not have access to tickets from other projects or clients. This requirement for water tightness could be for protecting customer information or for the general ease of having access to only tickets that matter to a user.
To make sure tickets from one client are not visible to agents handling other clients, you can enable the privacy option in teams. Tickets assigned to private teams are only visible to the admins of the account and the members of the team.
As you can see, once the account is set up with all the necessary components, working tickets off multiple queues become extremely efficient.